I sent an order to a client with USPS which is the service the client picked on Shopify Shipping. We sent the order from USA to Ecuador, with USPS First Class Package International (7-21 days delivery) It has been 51 days and the order has not arrived. USPS says they can’t help me because I didn’t pay any insurance. Meanwhile, the client is asking for a refund… I tried to file a claim on USPS webpage but I get the message attached bellow…
For the time being, we recommend refunding the customer. I understand it’s unfortunate to take the financial hit. However, customer service is of utmost importance in these situations. Not refunding the customer who did not receive their package could cause you more money in negative reviews than the refund itself.
In regards to dealing with the lost order, USPS states you must contact the International Research Group at 800-222-1811 to initiate a claims process. For full information on how to move forward please refer to this document from USPS.
We’re sorry for what you’ve been suffering. However, since you didn’t pay for insurance, there’s nothing you can’t do. In this case, here is a few options you can consider:
Offering a refund or a replacement item: While it may be frustrating to lose money on a shipment that hasn’t arrived, offering a refund or replacement item may be the best way to maintain a positive relationship with your client and ensure that they’re satisfied with your customer service.
Keep trying to file a claim: Continue to try to file a claim with USPS. You may need to provide additional information such as the package’s tracking number, the shipping label, and the proof of purchase.
Consider alternative shipping methods: In the future, consider using a different shipping carrier or adding insurance to your packages to protect against loss or damage during transit.
Hope this can be useful for you. Let us know if you have any new information.
